requester automatic technician assignment
Hello,
We are currently running servicedesk 5.0.0 (build 5000)
With regards to business rule definitions, with the "Match the below criteria" option, using sender. is it possible to define an email domain here?
For example, we have a client, with a number of staff who email our address. we would like to automatically pick up these emails, and assign them to a technician.
I have tried specifying *@domain1.co.nz, @domain1.co.nz and domain.co.nz as the send address (one at a time) howeve it does not seem to want o pick it up.
I have clicked add to rule with the sender, and it appears in the drop down both. I have also selected the add to queue button, and assigned the queue as you are supposed to.
However when an email comes in from the pertinant domain, it gets chucked in the unassigned requests bucket.
Going along the same lines as this, it does not seem to access multiple rules. IE, same customer has multiple domains dependingon staff department. We create a sender rule for each domain, and click add to rules for each, and they appear in the box below.
We save this rule as we are supposed to, go back, and it has dropped all rules bar the first one. Is it possible to have multiple rules/criteria or do I have to create a whole new business rule per domain (Assuming sender supports email addresses)
We are currently running servicedesk 5.0.0 (build 5000)
With regards to business rule definitions, with the "Match the below criteria" option, using sender. is it possible to define an email domain here?
For example, we have a client, with a number of staff who email our address. we would like to automatically pick up these emails, and assign them to a technician.
I have tried specifying *@domain1.co.nz, @domain1.co.nz and domain.co.nz as the send address (one at a time) howeve it does not seem to want o pick it up.
I have clicked add to rule with the sender, and it appears in the drop down both. I have also selected the add to queue button, and assigned the queue as you are supposed to.
However when an email comes in from the pertinant domain, it gets chucked in the unassigned requests bucket.
Going along the same lines as this, it does not seem to access multiple rules. IE, same customer has multiple domains dependingon staff department. We create a sender rule for each domain, and click add to rules for each, and they appear in the box below.
We save this rule as we are supposed to, go back, and it has dropped all rules bar the first one. Is it possible to have multiple rules/criteria or do I have to create a whole new business rule per domain (Assuming sender supports email addresses)
